eBay

bajasierra · ‎04-03-2023

In early March, I received an order and shipped it the same day. About a week later, the buyer complained that the order hadn't been received yet, so I checked the tracking and wrote her to let her know it said the order was still on its way. A few days after that, she filed a complaint with eBay that I hadn't sent the item, and eBay put a hold on my payment. I checked the status, and it said "in transit, arriving late" so I followed what I thought was the proper procedure and copied the tracking number into the hold request.

She then wrote back, showing me that she had opened an investigation with the USPS and it said something about how she could file a claim, but the hold remained in place. There were several more entries on the tracking that said "in transit, arriving late" then on March 18th it said, "package research case closed". Since she hadn't answered my message, I took no action beyond that and just assumed it would arrive eventually. Then, the day before yesterday, eBay removed the hold from my account and charged me for the item, and gave me a "defect" as if I had never bothered to send the item.

So let me get this straight. I send the item the same day, keep in communication with the customer and now I not only have to pay for the item but I get charged with a defect? It is possible she got the item or the USPS paid her in addition to the refund she got from eBay. Did I do something wrong? What should I have done instead? Is there anything I can do now?

heckofagame · ‎04-03-2023

If a buyer opens a case of "item not received" and the item does not arrive by the estimated delivery date, you are on the hook for a refund. It's that simple. In some instances, yes, the buyer might get a refund and then receive the item. That's a chance sellers take when doing business online.

bajasierra · ‎04-03-2023

I accidentally his "best answer" and there seems to be no way to undo that. While I know this was an honest answer, I hope that is not the whole story. I hope there is at least a way to get rid of that "defect" accusation.

inhawaii · ‎04-03-2023

We know it's not your fault. You did nothing wrong.

However it's the sellers responsibility to get the package to the buyer on time.

Of course you get the defect.

Ebay is not going to give the US Postal Service a defect.

Fortunately this doesn't happen too often.

Highway Patrol - Junior Brown

pburn · ‎04-03-2023

@bajasierra

Click the dropdown arrow in the post you selected as the "best answer." There should be a option to deselect that post. I can't remember what the option says, but, IIRC, it's pretty obvious.

I would say, however, that the post you chose does indeed offer the correct answer. Sellers are responsible for getting items to a customer.

bajasierra · ‎04-03-2023

It seems like the more I learn about how eBay treats sellers, the less I like them. Can I file a claim with USPS?

bajasierra · ‎04-03-2023

I would say that once it has been sent through USPS, they are the ones responsible for getting it to the seller. There is absolutely no action I could have taken to get this item to the customer.

iamalwaysright · ‎04-03-2023

@bajasierra wrote:
I accidentally his "best answer" and there seems to be no way to undo that. While I know this was an honest answer, I hope that is not the whole story. I hope there is at least a way to get rid of that "defect" accusation.

From the looks of it, I don't think you did anything wrong. I would have done pretty much exactly what you did which includes stopping messages when she didn't answer you. Except for one thing that isn't a huge issue, I would have opened that case with USPS myself. It seems that the buyer did that for you, which shouldn't matter.

Anyway, you can get that defect removed AFTER the package arrives to your buyer and shows it in tracking. Contact ebay to appeal the defect you received and they should be able to do it for you under the reason "out of your control", since USPS delayed it. They will pay you out of ebay's pocket and the buyer will have their money back AND the package. Maybe it delayed was due to weather, who knows. But ebay will not hold you responsible IF the package arrives to the buyer. If it doesn't then I'm afraid there's nothing you can do.

As for thinking USPS paid your buyer out, they didn't. They will only do that if the package is confirmed lost and there's insurance on it. USPS will not deem your package lost with that tracking info like that. And also if they pay out for insurance, I believe they will only pay you, the sender.

bill.purvis2012 · ‎04-03-2023

Here's the thing. "Since she hadn't answered my message, I took no action beyond that and just assumed it would arrive eventually. " You failed in your responsibility to get the item to your buyer. I know it sounds like it is a postal error. Even so, you are the one responsible to your buyer. She doesn't have to chase down through the USPS. You wouldn't have gotten a strike from Ebay if you had followed through and refunded when it went astray.

lamber9347 · ‎04-03-2023

@bajasierra wrote:
I would say that once it has been sent through USPS, they are the ones responsible for getting it to the seller. There is absolutely no action I could have taken to get this item to the customer.

Take a step back and think about what you wrote here. I recently ordered online a pair of shoes from Old Navy. Had the shoes been lost in the mail; would I have expected USPS to refund me or Old Navy? Imagine if USPS were to be held responsible for every lost package that is sold online. Unless you take out additional insurance for your package, USPS is not responsible, the seller is. Have another look at the policies for selling on eBay, it clearly states the seller is responsible for getting the item delivered to the buyer. The onus is on the seller when selling online. Best of luck to you....

joliztoyco · ‎04-03-2023

Welcome to the club.

While I agree that you're on the hook for the refund because Ebay thinks you're responsible for the Post Office and their inept business practices, that's just the way it is.

I always laugh when the cheerleaders say " you chose the shipper"...like we have some sort of " choice". Here in rural America we have ONE choice.

The Post Office. I have to drive 60 miles ONE WAY to access UPS or FedEx. And that doesn't fit into our business model.

But my problem is that you can prove you shipped the package in a timely manner. Ebay can EASILY check the tracking and even an idiot could ascertain that the PO lost it.

So it's crap that you get a ding on your metrics .

Maybe you can get it removed. Other sellers might be able to advise you on that.

Sorry for your luck.

iamalwaysright · ‎04-03-2023

@joliztoyco wrote:
Welcome to the club.
While I agree that you're on the hook for the refund because Ebay thinks you're responsible for the Post Office and their inept business practices, that's just the way it is.
I always laugh when the cheerleaders say " you chose the shipper"...like we have some sort of " choice". Here in rural America we have ONE choice.
The Post Office. I have to drive 60 miles ONE WAY to access UPS or FedEx. And that doesn't fit into our business model.
But my problem is that you can prove you shipped the package in a timely manner. Ebay can EASILY check the tracking and even an idiot could ascertain that the PO lost it.
So it's crap that you get a ding on your metrics .
Maybe you can get it removed. Other sellers might be able to advise you on that.
Sorry for your luck.

"It was your choice to live in rural America 😜" -ebay

Btw, why is everyone saying that the package is lost? Did I miss something? The tracking still currently says "In transit, arriving late" right? That doesn't mean it's lost. I've had tons of those arrive eventually and defects removed, feedbacks expunged, payment received from ebay's pocket in the past when the packages eventually arrive.

yuzuha · ‎04-03-2023

@bajasierra wrote:
It seems like the more I learn about how eBay treats sellers, the less I like them. Can I file a claim with USPS?

This has nothing to do with eBay-- it's the law. If a customer doesn't receive the item they purchased because it went missing in the mail and there is no tracking evidence showing that it was delivered, the seller/business is required to either refund them or send a replacement.

misaonline · ‎04-03-2023

yes you can file a claim with USPS if it was shipped priority and package was lost. They'll reimburse up to $100.

djvp53 · ‎04-03-2023

@joliztoyco wrote:
I always laugh when the cheerleaders say " you chose the shipper"...like we have some sort of " choice". Here in rural America we have ONE choice.

I get it. It sucks to lose money because of a post office error that really is out of your control but you did choose the shipper. If USPS is the only shipper that makes sense for you and it's not reliable enough for your business, maybe it doesn't make sense to operate a mail order business where you've chosen to operate it. I would not open a ski resort in Death Valley.